Service Measure, a UK-based leader in hospitality mystery shopping and audit services, has announced a landmark contract win to deliver comprehensive mystery guest programmes across the entire global portfolio of one of the world’s largest hotel chains. The agreement marks a significant expansion of the company’s existing relationship with the hotel group and positions Service Measure at the forefront of global hospitality auditing.
A Strategic Expansion of Guest Experience Auditing
Under the new partnership, Service Measure will provide regular, unannounced mystery guest and customer audits across all properties operated by the hotel group, which spans luxury city hotels, boutique establishments, and resort destinations worldwide. The programme will assess key touchpoints including check-in and check-out procedures, room standards, dining experiences, and overall service delivery.
“This contract represents not only a significant business achievement for us, but also recognition of our expertise in providing comprehensive mystery guest services that deliver real value to our hospitality clients,” said Gary Haase, Founder of Service Measure. “We look forward to further supporting this client in maintaining and enhancing their renowned standards of guest service across their worldwide operations.”
Enhancing Global Hospitality Standards
The hotel group’s decision to roll out the programme globally reflects its commitment to consistent service excellence and guest satisfaction. Service Measure’s audits will offer detailed, objective insights and benchmarking data to help properties identify areas for improvement and maintain brand-wide consistency.
The programme will officially launch next month and will include:
- Regular mystery guest visits across all properties
- Customised reporting tailored to each brand and location
- Actionable recommendations to support operational improvements
- Ongoing benchmarking to track performance over time
A Trusted Partner in Hospitality Excellence
Service Measure has built a strong reputation across the UK and internationally, working with hotels, spas, restaurants, pubs, and bars to deliver mystery customer programmes that drive measurable improvements. This latest contract cements its position as a trusted partner in the global hospitality sector and one of the most comprehensive audit providers in the industry.
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